Profession after-sales service technician

After-sales service technicians provide after-sales service support to customers, such as the installation, maintenance and repair of the sold products. They take corrective actions to ensure customers’ satisfaction, resolve technical product-related issues and write customer summary reports.

Personality Type

• Enterprising / Conventional

Knowledge

• Customer service

  Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.

• Customer relationship management

  The customer-oriented management approach and basic principles of successful customer relations that focus on interactions with customers such as technical support, customer services, after-sales support and direct communication with the customer.

• Characteristics of services

  The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

• Product comprehension

  The offered products, their functionalities, properties and legal and regulatory requirements.

• Characteristics of products

  The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.

• Maintenance and repair

  The preservation and restoration of products and systems, and the methods and logistics of these practices.

Skills

• Execute after sales activities

  Provide after sales services and advice, e.g. provision of advice on after sale maintenance, provision of after sale maintenance, etc.

• Ensure compliance with legal requirements

  Guarantee compliance with established and applicable standards and legal requirements such as specifications, policies, standards or law for the goal that organisations aspire to achieve in their efforts.

• Create solutions to problems

  Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.

• Implement sales strategies

  Carry out the plan to gain competitive advantage on the market by positioning the company's brand or product and by targeting the right audience to sell this brand or product to.

• Contact customers

  Contact customers by telephone in order to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

• Guarantee customer satisfaction

  Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.

• Communicate with customers

  Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.

• Provide customer follow-up services

  Register, follow-up, solve and respond to customer requests, complaints and after-sales services.

• Advise on merchandise features

  Provide counsel on the buying of merchandise such as goods, vehicles or other objects, as well as providing information on their features and attributes to clients or customers.

• Implement customer follow-up

  Implement strategies that ensures post-sale follow up of customer satisfaction or loyalty regarding one's product or service.

Optional knowledge and skills

Source: Sisyphus ODB